Escalation Engineer

November 13

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Nerdio

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Enterprise • SaaS • Cloud Computing

Nerdio is a company that specializes in streamlining operations and cost optimization for enterprise IT environments, focusing particularly on Microsoft Azure, Windows 365, and Microsoft Intune. Their products, Nerdio Manager for Enterprise and Nerdio Manager for MSP, offer robust automation features that reduce management time and operational costs for managed service providers and enterprises alike. Nerdio's solutions are designed to enhance IT efficiency across industries such as financial services, education, government, and healthcare, with a strong emphasis on security, user experience, and reducing Azure costs. Recognized as a leading innovative partner by Microsoft, Nerdio helps organizations deploy and manage virtual desktops and cloud environments efficiently.

51 - 200 employees

🏢 Enterprise

☁️ SaaS

💰 Series B on 2022-12

📋 Description

• Provide technical support via screenshare session and assistance to customers throughout their AVD/Intune deployment. • Serve as an escalation resource for our in-scope support team. • Respond to inquiries, resolve issues, and ensure customer satisfaction by delivering timely and effective solutions. • Meet with partners to do discovery on reported issues/errors and determine whether or not issues are specific to the Nerdio Manager product/code. • Demonstrate proficiency in Modern Work, Intune, FSLogix, AVD and Active Directory (Entra ID, Entra DS, AD DS) to address customer needs. • Utilize excellent troubleshooting skills to identify and resolve technical issues, ensuring the smooth operation of AVD environments. • Own critical escalations by conducting deep technical investigations, identifying root cause, and driving cross-team collaboration with Product and Engineering to implement long-term fixes. • Collaborate with cross-functional teams, including internal and external partners, to ensure successful AVD and Modern Work deployments and support using Nerdio Manager. • Serve as the final point of technical escalation within Support, mentoring engineers and contributing to internal KBs.

🎯 Requirements

• 5+ years of experience in technical support or related field. • Strong troubleshooting and problem-solving skills, with the ability to diagnose and resolve technical issues. • Experience with virtualization technologies, preferably Azure Virtual Desktop and Intune, is required. • Knowledge of cloud computing platforms, such as Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP). • Knowledge of networking concepts, including TCP/IP, DNS, and firewalls. • Experience with operating systems, such as Windows Server, Remote Desktop Services, Windows 10/11 Single and Multisession. • Proficiency in scripting languages, such as PowerShell or Python, to automate tasks and perform system configurations. • Excellent customer service skills, with the ability to effectively communicate technical information to non-technical users. • Strong documentation skills to record and track support cases, solutions, and best practices. • Love Microsoft technologies and thrive speaking/educating with customers about them.

🏖️ Benefits

• Competitive Base + Incentive Plan • Stock Options • Health and Welfare Plans* • Life and Disability Plans* • Retirement Plan* • Unlimited Flexible Paid Time Off......including your birthday off!